For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

You're frantically trying to resolve an issue with a recent online purchase. It's late, you're frustrated, and you need help now. You reach out to customer service, dreading the thought of navigating ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

Innovation starts with understanding your customer. This simple framework helps uncover real problems and engineer meaningful solutions. Too many companies launch new products or services without a ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...